Technical Support Specialist Jobs

Our team at Gracia101 is looking for a Technical Support to work with one of our clients in New Jersey

Key Responsibilities:

Project:

• Act as a focal point between our client and project to ensure both sides have proper, actual and valid information and are able to plan, deliver and track all related deliverables

• Coordination of project activities to ensure quality delivery of changes with vendors supporting Agilex (interface).

• Maintain holistic view on the: Security Engineering, Security Operations, Infrastructure,

Workplace & Collaboration and Information Technology service management (ITSM) during the project execution.

• Provide support to users impacted by a change

• Ensure documentation of changes transition of changes to operation with minimum impact on daily activities.

Day to day:

• Monitor and claim support tickets – provide 1:1 support in the office or over calls. Escalation of support tickets to IT vendors and making sure tickets meet SLA requirements.

• Report and document network, internet, VPN, Citrix, email, application issues.

• Document and manage ticket resolutions – internal and external (with IT vendors).

• Create Knowledge Base support articles.

• Proactively determine and document potential areas of IT dissatisfaction – all levels (people/users, business processes and technology).

• Assist in performing user acceptance testing (UAT), communicate test results and create test results before go-live.

• Assist in IT documentation and organization in SharePoint/MS Teams.

Requirements:

• Technical Skills:

o Operating Systems: Windows, Mac OS, iOS, Android, Linux

o Software: Microsoft Office 365 (Word, PowerPoint, Excel, Visio), InTune, LucidChart

o Hardware: Desktop/Laptop computers, monitors, local/network printers, peripherals/accessories

o Collaboration: MS Teams, SharePoint

o Virtual System: Citrix

o Video Conferencing: MS Teams, GoTo Meeting, Zoom, other videoconferencing applications

o Remote Access: RDP, TeamViewer, LogMeIn, Kaseya, QuickAssist

o Networking: DHCP, SMTP, TCP/IP, DNS, OSI, Subnet, AD, Infrastructure

o Security: Good understanding/knowledge of information security (network, internet, data, security tools etc).

o Programming Languages: Knowledge of SQL

o Project Management: MS Project, MS Teams, Smartsheet, Agile, Waterfall

o Applications: Good understanding of ERP, Financial System, quick learning of different applications

• Soft Skills:

o Excellent problem-solving skills, a highly motivated team player and self-starter/quick learner

o Excellent communication skills, work ethic and the ability to work well individually as well as in a team environment

* Field support limited to end user support and server/network part is critical for this project.

* Cyber security knowledge is also desirable, however this one with good attitude and willingness to learn could be potentially accepted.

We value:

• Self- directed/ motivated

• Attendance and punctuality

• Collaborative and networking

• Flexibility and adaptability

• Well organize and detail oriented

• Bachelor’s degree in Computer Science or Computer Engineering or related experience

• Must be available to start as soon as possible